Contact Centre Telephone Collections Agent

**Telephone Collections Advisor (Call centre)**

Our values guide our decisions, the way we work and our culture, and the people we ask to join our team. We are always looking to challenge ourselves and our style is based on honesty, friendship and respect.

We have ambitious plans to grow our workforce and services over the next 5 years and we are confident we can achieve our goals.

It’s a very exciting time at Gladstones. If you are inspired by what we are doing, are up for a challenge and share our values we would love to hear from you.

**About the role**:
Our mission is to support the firm in delivering excellent customer services to ensure the needs and expectations of our Clients and consumers are satisfied. As a Contact Centre Collections Advisor you will be responsible for providing an excellent consumer experience, whilst managing our Clients portfolio of debt.
- Establishing the consumer’s ability to pay
- Contacting consumers to put in place tailored solutions to enable them to address their debt situation bearing in mind their financial well-being
- Handling general file queries
- Sending out financial statements, evidence and response packs
- Working with vulnerable consumers in line with the firm’s policies and procedures
- Negotiating re-payments and settlements

The pace we move at also means priorities will change and you’ll need to be comfortable with this (we’ll support you). But these are the things that will be core to your role and will keep you busy:
**Requirements**:

- Contact Centre experience (or similar environment)
- Mathematics and English to a satisfactory level
- Basic competency in Microsoft Outlook, Word and Excel
- Collections experience in a consumer environment (desirable)
- Knowledge of Anti-Money Laundering (desirable

**Gladstones is a fit for you if**:

- You want to work in an environment where your input is valued and you can make a real impact
- You are goal orientated and strive to exceed targets
- You have a passion for solving end user problems, big or small
- You understand the challenges and rewards that come with working in a contact centre environment and look forward to taking them on

**Why you'll love working for Gladstones**

Aside from the role, the people, our culture and our mission, we have some other things that make Gladstones a pretty awesome place to be. Here’s a few favourites amongst our team:

- **Holiday and flexible time off**: 30 days annual leave (includes bank holidays & birthday), loyalty holiday incentive scheme (earn up to an additional 5 days holiday per annum) + 5 days additional unpaid leave per anum
- **Company Pension** (1% above the employer auto-enrolled requirement)
- **❤* **Your well-being matters: *Up to 90 minutes paid leave per month for medical appointments. Regular wellbeing updates
- **‍‍‍Supporting your family**: Monday - Friday working shifts between 8am - 6pm. Christmas office shutdown. Flexible working available.
- **Grow with Gladstones**: Opportunity to attain professional legal qualifications. Firm progression structure for those looking to build a career
- **Referral Scheme**: Refer A friend scheme (paying £250 per successful referral)
- **Our team**: We’re an energetic, sociable and talented bunch who are super passionate about what we do and determined to make a difference. We’re all in it together, we learn from each other, we’re genuine and we don’t have time for politics
- **Free parking**
- **37.5 hour week Monday to Friday**

**Our interview process is nice and simple**

Recruiter Screen with Joanne

15 min telephone interview with Joanne

45 minute F2F interview with Joanne and Julie + tour of the working environment

**Salary starting at £18,525 - £20,000 PA plus bonus (OTE uncapped)**

**Salary**: £18,525.00-£20,000.00 per year

Schedule:

- Monday to Friday
- No weekends

Supplemental pay types:

- Commission pay

Reference ID: JM/F